Identity Checks and Which Documents

Version of 20 September 2026. Dated at each revision, because what we ask you to send is exactly the sort of thing that should not change silently.

When we ask

We verify before the first withdrawal rather than before the first deposit. That makes joining quick and it means the check arrives at the least convenient moment, which is why our advice is always the same: send the documents on the day you register and forget about them.

The three documents

Photo identification

A New Zealand passport, a New Zealand driver licence, or a Kiwi Access card. All four corners visible, in focus, in colour, and not expired. A photograph of the physical document is fine; a photocopy scan is fine; a screenshot of a photo of a screen is not.

Proof of address

A bank statement, a power or water bill, a rates notice or a tenancy agreement, dated within the last three months, showing your name and the address on the account. A mobile phone bill does not count, because the address on one is rarely checked by the phone company.

Payment method

For a card, a photograph showing the first six and last four digits with the middle numbers covered, and the CVV covered entirely. For a wallet or a bank account, a screenshot of the account page showing your name and the account identifier.

How long it takes

Most complete sets are approved inside 24 hours, and often much faster during New Zealand daytime. If something needs re-shooting we tell you which document and why, in the notification centre inside your profile. Check there rather than your email, because that is where the request appears first.

Why documents get rejected

• A corner of the document is outside the frame.
• Flash glare across the photograph or the document number.
• The address on the bill is not the address on the account.
• The document is older than three months.
• The name on the account is shortened, and the identification has the full legal name.

The name has to match

The account name, the identification and the bank or card name all have to be the same person, spelled the same way. This is the single most common reason a withdrawal is held anywhere, and it is fixed by registering in your legal name in the first place. If your name has legally changed, send the change-of-name document and we update the account.

What we will never ask you for

We do not ask for your password. We do not ask for a two-factor code. We do not ask for the CVV on the back of your card, the full card number, or a photograph of you holding cash or a handwritten sign. Anyone asking for one of those in our name is not us, whatever the email looks like, and the way to check is to open the notification centre in your own profile instead of replying.

How to send them

Upload through the verification panel in your profile, not by email. The panel encrypts the file on the way up, puts it straight into the restricted store and shows you the moment it has been looked at. An attachment sent to support takes the same journey afterwards anyway, with a stop in a mailbox it did not need to make.

Photograph the document flat, in daylight, on a dark surface. Almost every rejection below is a lighting problem rather than a document problem.

If a bill is not in your name

Plenty of people flat, board, or live somewhere the power account belongs to someone else. A bank statement showing your name and your address works and is easier to get than an argument with a landlord: any New Zealand bank will produce a PDF in a minute from the app. A letter from a government department at the same address works too. What we cannot accept is a document in somebody else's name with yours written on it.

If a check does not pass

A failed check is not the end of the account. We say which document did not work and what would, and you can send another; most accounts that fail once pass on the second attempt the same day. Where we genuinely cannot verify who you are, the account is closed and everything you deposited goes back to where it came from. You never lose your own money to a verification problem.

Rechecks

We may verify again if you change your address or payment method, if the account has been dormant for a long time, or where the law requires periodic review. A recheck does not suggest anything is wrong.

How your documents are handled

Uploads travel over an encrypted connection, access is restricted and logged, and files are held for seven years after closure as financial rules require. The Privacy Policy sets out the rest.

Before you send anything

Not sure a document qualifies? Ask at [email protected] first. One question saves a rejected upload and a day of waiting.